Reviews show a clear split: many customers report helpful, knowledgeable showroom staff and a straightforward in‑store buying experience, while a substantial minority report problems with delivery, assembly and post‑sale support. Product feedback is mixed: several buyers praise comfort and build, but there are repeated reports of early faults (flattened cushions, staples, missing parts). Communication and complaints handling are recurring pain points—some reviewers describe confusing order emails and unsatisfactory customer‑service interactions. If you’re considering Sofa.com, visit a showroom to assess fabrics and service in person, confirm delivery and assembly arrangements in writing, and keep records of any issues to support a complaint or claim.
Examples from available reviews (Dec 2021 – Feb 2026).
Guildford staff provided patient, detailed help and efficient follow-up.
“The follow up since ordering has been straightforward and efficient.”
Delivery damaged sofa and customer service handled complaints poorly.
“They simply HUNG UP ON ME.”
Sofa cushions failed within months and company refused remedy.
“they're designed wrong.”
Quoted an extra £119 delivery for fabric already paid.
“I have been quoted £119 to deliver 3m of fabric!”
Many customers praise helpful, knowledgeable showroom staff and attentive in‑store support, while multiple others report production delays, incomplete deliveries and inconsistent assembly experiences.
Very few reviewers comment on value; one detailed complaint concerns an unexpected additional delivery charge for fabric despite earlier delivery payment.
Consistent positive reports about in‑store guidance: staff providing fabric advice, clear measurements and patient assistance that helped customers choose suitable sofas.
Some buyers report good build quality and comfort, while a number describe early faults such as flattened cushions, staples through fabric or damaged or missing parts.
Recurring complaints about customer service responsiveness, confusing or repetitive order emails and unsatisfactory complaint handling or call‑centre interactions.
Overall experiences vary: many satisfied customers report smooth purchases and delivery, but several describe stressful post‑sale issues affecting satisfaction.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (3) · Reviews (1) · Quotes shortened · As of: February 2026
Pleasant surroundings and a helpful assistant at Chelsea showroom.
“Pleasant surroundings at Chelsea Helpful assustant”
Order unfinished after five months and customer service unresponsive.
“Ordered 5 months ago and still no sofa!”
Hassle-free process and sofas appear high quality with great cushions.
“A totally hassle free process from start to end.”
We were looking at replacing some of the chairs in our living room. It generally so easy to get the full set perfect. But when it comes to buying chairs to match existing furniture and decor, it is always a big challenge. sofa.com made our job easy. It gave options to make choice of the features we are looking for in the furniture which saved us a lot of time. The chairs we brought home are quite comfortable and nicely gels with the set up. This time our requirement was simple. I would soon check the entire offering and consider them for future purchases.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Sofa.com is a UK furniture retailer specialising in sofas, armchairs and upholstered seating sold online and via physical showrooms. The brand offers configurable fabrics and styles with delivery and assembly options, which makes showroom visits and delivery reliability common decision factors for UK buyers seeking reviews and comparison information.